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Survey: Vectren struggles among peers

Vectren officials said service and satisfaction is a consistent focus, and strides have been made in recent years, even though a survey showed the utility’s electric customers are less happy than those of peer companies.

Vectren officials said service and satisfaction is a consistent focus, and strides have been made in recent years, even though a survey showed the utility’s electric customers are less happy than those of peer companies.

An annual J.D. Power report of residential electric customers among mid-sized, Midwest communities placed Evansville-based Vectren 14th of 15 utilities. Kentucky Utilities was first in the survey, while only Kentucky Power trailed Vectren’s score.

Vectren’s residential electric rates are Indiana’s highest, and company officials said results of the J.D. Power survey are largely rate-driven. The few hundred people who filled out the survey were paid.

“Many of the survey participants have had no experience with Vectren, other than maybe a bill as well as service delivery,” said Daniel Bugher, Senior Vice President of Customer Experience. “Many times they are commenting on perception, based on media coverage of events, or outages, or bills. Those things would drive perception.”

John Blair, president of the environmental advocacy group Valley Watch, agreed rates are likely a factor in the survey and said that’s why he opposes the utility’s push for what Blair called “Mercedes-style infrastructure” in transmission and distribution, a seven-year plan that will bump rates higher.

Vectren officials say the work is necessary to provide reliable power and properly measure usage, things that are in line with customer satisfaction.

All utilities in the J.D. Power survey of mid-size, Midwest markets, including Vectren, show increases in customer satisfaction.

Vectren employs its own third-party vendor to track complaints and measure customer satisfaction. The data is analyzed by a company team.

“We’re at a record low (for complaints),” Bugher said. “I can’t even remember when we’ve been this low. The complaint volumes have dropped materially over the last five years. They are probably half of what they were just a few years ago. A lot of that is probably due to improved business processes, fewer errors. Those things result from process and technology changes that we have made.”

Among the steps Vectren has taken: Increased social media presence to inform the public about outages and other information, bill format enhancements, bill messages with energy saving tips and construction information, and extended call center hours early during the heating season.

The company started an online energy efficiency rebate application, robocalls (when possible) for planned outages and construction projects and an online portal to see daily energy usage.

J.D. Power data can help companies develop strategies to do better with customers, according to Vectren officials.

“We definitely use this as a tool to find best practices,” said Chase Kelley, vice president for marketing and communications. “We talk among other utilities about what works and what doesn’t.”

Vectren customer service practices for gas and electric customers are basically identical, according to the company. Yet, it performs significantly better on J.D. Power’s report among gas customers than utility customers.